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Vice President Service Excellence

Location: Federal Way

Company: TOTE Maritime Alaska

Employment Type: Full Time

Region: Pacific Northwest

Job Category: Leadership

Publish Date: July 3, 2019

Company Description: TOTE companies love tradition, but we also explore the possibilities. It’s what we’re known for. Since setting sail as a one-ship company in 1975, TOTE Maritime Alaska has become the premier provider of ocean transportation service between the ports of Anchorage, Alaska and Tacoma, Washington. We operate a fleet of (RO/RO) cargo ships in addition to providing overland connections throughout greater Alaska, Canada and the Lower 48. We built our brand on talented people, smart investments, and opportunity. We know that great companies are built by great people, and our team is growing. Working at TOTE Maritime Alaska is about pursuit of excellence for our customers and respect for our Employees. We are always seeking people who share our values and take pride in being professional. We look for pride, integrity, grit, approachability and commitment. It’s important at TOTE Maritime Alaska to be able to work productively with others. If you’re looking for a long-term career, this is a great place to build one.

Description:

  • Full Time
  • Anywhere
  • Applications have closed

TOTE Maritime Alaska

TOTE Maritime Alaska, the leader in safe and reliable service to Alaska, is seeking an experienced and highly motivated Vice President Service Excellence for our Federal Way office to join our team.

The Vice President of Service Excellence owns strategy, goals and results for the Customer Operations/Continuous Improvement areas. Accountable for delivering the best customer experience possible while meeting TOTE Maritime Alaska’s (TMAK) Safety, Customer Experience, Continuous Improvement and Employee Experience goals. The VP of Service Excellence will plan, direct and oversee TMAK’s Customer Operations/Continuous Improvement short and long-term plans, directives, and initiatives while ensuring a positive overall experience for both internal and external customers and employees.

 Key Responsibilities

  • Responsible for developing and achieving Operations strategies, financial operating plans and budgets, department goals and KPIs through collaboration and teamwork.
  • Direct and manage the Customer Operations and Continuous Improvement while effectively collaborating with key partners.
  • Lead, support and develop high-performing teams through assessing the team’s capabilities, proactively resolving gaps, actively coaching leaders and delegating duties to empower and enhance ownership of all employees.
  • Rapidly establish efficient cross-functional working relationships throughout TOTE.
  • Oversee day-to-day operations at the Service Excellence teams; customer service, continuous improvement, cargo support, documentation and rating, and invoicing within company standards of excellence with reliable on-time sailings.
  • Develop and oversee best practices, programs, policies, and/or procedures to reduce or eliminate organizational risk, safety and accident prevention, hazardous materials handling, business continuity, employee health and wellness and overall risk management education.
  • Provide leadership in managing departments, building and customer relations.
  • Manage, assess and report on Risk and Compliance in the corporate office.
  • Maintain above industry standards and meet guidelines from leadership.
  • Compliant with all government Standards and Certifications.
  • Evaluate, monitor, track, review and report on needs, statistics, billing, pricing, cost and volume of Northbound and Southbound intermodal for both volume and cost in actuals and for trends.
  • Exemplify high ethical standards to customers, employees and vendors.

Background Required

  • Minimum of 10 years of operations leadership experience, with increasing responsibility and significant interaction with senior executives.
  • Bachelor’s degree required.

 

  • MBA is highly recommended to ensure the incumbent has the business acumen to participate in strategy meetings and assisting with making the company successful, as well as understanding and communication Operations impact on business objectives and the bottom line.

 

 Other Essential Abilities and Skills

  • Superior leadership, communication and people management skills.
  • Understand, lead & own positive safety culture.
  • Focuses on the bottom line with drive, determination and energy to finish what gets started.
  • Ability to work collaboratively and cooperatively with other leaders internally and externally to achieve desired results.
  • Demonstrated ability to solve even the toughest and most complex of problems while adding personal experience to come to the best conclusions and solutions possible.
  • Effective at diagnosing and fixing work flow issues and problems; always looking for incremental process improvement.
  • Ability to write reports, business correspondence, and procedure manuals.
  • Ability to effectively present information and respond to questions from all key stakeholders.
  • Able to multitask, stay organized, resourceful and plan around obstacles.

Company Overview

Since setting sail as a one-ship company in 1975, TOTE Maritime Alaska (a TOTE, Inc. company) has become the premier provider of ocean transportation service between the ports of Anchorage, Alaska and Tacoma, Washington.  We operate a fleet of (RO/RO) cargo ships in addition to providing overland connections throughout greater Alaska, Canada and the Lower 48.

We built our brand on talented people, smart investments, and opportunity.  We know that great companies are built by great people, and our team is growing. Working at TOTE Maritime Alaska is about pursuit of excellence for our customers and respect for our Employees.

We are always seeking people who share our values and take pride in being professional. We look for pride, integrity, grit, approachability and commitment. It’s important at TOTE Maritime Alaska to be able to work productively with others. If you’re looking for a long-term career, this is a great place to build one.

The TOTE brand is built on talented people, smart investments and opportunity.  We know that great companies are built by great people. Explore the possibilities with the TOTE family of companies http://toteinc.com/

 

Interested candidates should apply via the TOTE Maritime website at http://www.totemaritime.com/; About; Careers

Or

US Mail to: PO Box 4129
Federal Way, WA 98063

Equal Opportunity Employer M/F/Vet/Disability

Drug Free Work Place

Posted: 07/03/19

Requirements:

Minimum of 10 years of operations leadership experience, with increasing responsibility and significant interaction with senior executives. Bachelor’s degree required.   MBA is highly recommended to ensure the incumbent has the business acumen to participate in strategy meetings and assisting with making the company successful, as well as understanding and communication Operations impact on business objectives and the bottom line.